AltiView™ for AltiWare ACC Release 5.1 and AltiWare ACM Release 5.1 Manual Revised: 11/2007 Version #3 4503-0001-5.
WARNING! Toll fraud is committed when individuals unlawfully gain access to customer telecommunication systems. This is a criminal offense. Currently, we do not know of any telecommunications system that is immune to this type of criminal activity. AltiGen Communications, Inc. will not accept liability for any damages, including long distance charges, which result from unauthorized and/or unlawful use. Although AltiGen Communications, Inc.
Contents Warranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .vii CHAPTER 1 About AltiView . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 New in Version 5.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Microsoft Outlook and Outlook Express Support . . . . . . . . . . . . . . 1 ACT!/GoldMine® Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Licensing . . . . . . . . . . . . . . . . . .
CHAPTER 4 Using AltiView . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13 Handling Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Placing Calls on Hold. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using Call Waiting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Transferring Calls. . . . . . . . . . . . . .
CHAPTER 5 Configuring Your Station Settings . . . . . . . . . . . . . . . . . . . . 47 General Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Default Trunk Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Voice Mail Play Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 IPTalk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 Screen Pop, Audio Beep, and Auto Close . . . . . . .
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Warranty What The Warranty Covers AltiGen Communications warrants its hardware products to be free from defects in material and workmanship during the warranty period. If a product proves to be defective in material or workmanship during the warranty period, AltiGen Communications will, at its sole option, repair, refund or replace the product with a like product.
1. Take or ship the product (shipment prepaid) to your AltiGen distributor or to AltiGen Communications, Inc. All materials being returned to AltiGen must have an associated RMA number. RMA numbers are issued by AltiGen Technical Support and can be obtained by calling 1-888-258-4436 or faxing an RMA form to 510-252-9738, attention Technical Support. AltiGen reserves the right to refuse return of any material that does not have an RMA number.
CHAPTER 1 AltiView is call management software for the general desktop PC user. It runs with the AltiWare AltiContact Center (ACC) or AltiWare AltiContact Manager (ACM) systems. AltiView users can access, configure, and perform several of the system’s PBX functions directly from the desktop, including call handling, call forwarding, voice messaging, extension monitoring, conferencing, and One Number Access.
You can configure a Country Code field (in the Config window, General Info tab) to help convert standard international phone numbers in Outlook to correct digit strings for AltiWare. ACT!/GoldMine® Support AltiView supports ACT! and GoldMine® contact management software, allowing you to obtain phone numbers to dial from the ACT! or GoldMine® contact database list. AltiView also lets you see the matching record from the contact database list of the incoming calls.
CHAPTER 2 Installation Installation The client system must meet the following minimum requirements. • IBM/PC AT compatible system • Intel 133 MHz Pentium or equivalent • Windows 2000 Server/Professional with SP4, or Windows XP Professional • 250 MB available hard drive disk space • 256 MB RAM • SVGA monitor (800 x 600) with 256 color display, or better • Keyboard and mouse • AltiWare ACC/ACM 5.1 running on a server accessible to this client.
3. Open the AltiView folder, and run the Setup program in that folder, following the step-by-step installation instructions as they appear on the screen. Alternatively, if your system administrator has loaded AltiView on a shared network server, you can copy the files in the AltiView folder to your desktop PC, and run the AltiView Setup program. Uninstalling AltiView 1. From the Windows Start menu, select Control Panel > Add/Remove Programs > AltiView to uninstall AltiView. 2.
4. Install the AltiView 5.0A software. AltiView Manual 5 Installation Note: The AlpInterface might be located under \WinNT\System32\, \Windows\System32\ or some other location. Use the Search for Files and Folders feature to locate and remove all AlpInterface.dll files from the system.
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CHAPTER 3 Getting Started Start AltiView from the Microsoft Windows Start menu, by choosing Start > All Programs > AltiView. If you are connecting to the Internet through a modem connection, before you log in, establish a session connection from your PC to your local internet service provider. If you’re using a low-speed connection, the login may take some time, since a large amount of data is transferred to your desktop. Logging In 1.
If you want to store your login password and have it entered automatically the next time you log in to AltiView, check the Always save password check box. Note: Up to eight unsuccessful login attempts are allowed, after which login will be disabled for from 1 to 24 hours (depending on the duration set by your system administrator). 3. If your extension is an IP extension and you will be using a headset, check the IP Extension Integrated with IPTalk option.
Getting Started Logging In Remotely You can use AltiView from a remote location if • AltiView is installed on your remote computer. • Your extension is configured as an IP extension by your system administrator. • You have AltiGen-certified IP phone/adapter equipment. Consult your system administrator or authorized AltiGen dealer for details on obtaining this equipment. All the call handling functions are the same as when you log in locally, with the exception of the ability to configure One Number Access.
IP Extensions Using IPTalk To use IPTalk, you need an AltiGen-certified USB headset system (Plantronics headset recommended). Important: You can run only one instance of AltiView with IPTalk per system. To make and receive calls using IPTalk 1. Connect your headset to your PC. 2. Use the AltiView dialing and call accepting functions as usual to make and receive calls.
Using the Windows Tray Phone Icon After you log in, the AltiView icon (a yellow phone) is displayed in the Windows tray, normally at the bottom right of your screen. When you have new voice mail, the phone icon is replaced with a yellow envelope icon. Resizing the Display You can resize many AltiView windows using the standard Windows method: place the cursor at a window edge or corner, then drag the window to the size you want.
Error Message Description Cannot access voice mail Mail box is in use by the list while mail box in use. AltiGen Voice Mail System and is temporarily unavailable. Solution Wait awhile, then try again. Mail service is unavailable. Please check with your administrator. Voice mail service is not enabled on AltiWare. Make sure voice mail service is started. Please register AlpInterface.dll (regsver32 AlpInterface.dll). AltiView uses this dll to communicate with AltiWare.
CHAPTER 4 Using AltiView Once you log in to AltiView, the main window appears. This window provides tools to manage and monitor calls, and to facilitate management of your personal contacts.
• Conference—the call is in conference • Connect—the call is connected • Dial Tone—a dial tone is present, AltiView is ready to dial out • Error—receipt of an error tone • Hold—the call is on hold • Hold Pending— the call is being transferred or conferenced • Idle—the extension is not in use • Music on Hold—an extension user placed the call on hold to take another call • Park—the call is parked • Play—playing voice mail • Proceeding—the outgoing call is in progress • Record—recording an introductory message
The remaining three activity codes (7, 8, 9) may or may not be customized by your system administrator. The activity category you select appears on the button. You can record a greeting for each away-from-desk activity status by selecting Record beside that activity, and then using your phone or headset to record a greeting: You can record and review a greeting for each awayfrom-desk activity status Using AltiView To hear the greeting played back, select Review. Change your greeting whenever you want to.
Mute and Volume Control buttons are displayed when you have logged in as an IPTalk user. • When IPTalk is enabled, a Volume Control button is available for controlling headset volume. Click the button to open a volume control box. • When IPTalk is enabled, a Mute button is available. The button is a toggle. When you mute the conversation by clicking the button, a “mute” symbol appears in the main window.
Using AltiView Handling Calls The AltiView call handling functions include: • Dialing out, page 17 • Placing calls on hold, page 20 • Using call waiting, page 21 • Transferring calls, page 21 Dialing To dial a number, click in the dialing field, enter a number or name, and then click the Dial button or press Enter on your computer keyboard.
Click to open a list of names and numbers. Or start typing a name to open the list. Dialing field Dial button The drop-down list beside the dialing field displays extensions or the names associated with extensions as well as names and numbers imported from MS Outlook, Outlook Express, GoldMine®, or ACT!. The list can display up to 2,000 entries. If you are working with more than 2,000 entries, you can find the entry by name search even if the entry is not one of the 2,000 that are displayed.
The main window displays the status of the call. Using AltiView When Your Number Is Questionable If your system's IP trunk access code is 7, when you dial "7101234567," the number could have two meanings: • "7" is the IP trunk access code, "101" is the IP dialing entry, and "234567" is the target number. • "710" is the area code, and "1234567" is the number.
Each time you answer the question Is "710" an area code? the result is recorded in a text file, AreaPrefix.txt, so that AltiView will not have to ask you again about that number. If you want to remove the number, open the file, delete the number, then restart AltiView. The typical address for the file is: c:\program files\AltiGen\AltiView\AreaPrefix.txt.
In the row displaying the call, the Status column shows the call on hold. Click the Hold status cell to release the hold and reconnect the call. Note: When a call is put on hold automatically by the system (to queue), the system will ring you after two minutes, if the call is still on hold. During a call, you may hear a beep indicating that you have another incoming call. To answer the call: 1. Click the Calls tab on the AltiView main window to view the directory of current calls. 2.
At any time before or after the person you’re transferring to answers the phone, you can cancel the transfer by clicking the Cancel button or by closing the dialog box. If the transfer is canceled, AltiView reconnects the call to your extension. The call is also reconnected if the third party doesn’t answer. Transferring to Voice Mail While connected to a call, click the To VM button on the main window. In the box that pops up, choose the extension you want to send the call to, then click OK.
Note: You can forward a call to an auto attendant without answering it by clicking the To AA button while the call is ringing. Forwarding Calls Using Do Not Disturb Centrex Transfer If you have a Centrex line, you can use this feature to transfer an external call to an outside number without having to tie up two trunk lines. Once the transfer is complete, the external caller’s line connects directly to the outside number.
Conference Calls There are two types of conference calls in AltiView: • Station conferencing. In this type of conferencing, when you’re on a call, you can dial a third party and then conference that party in to the call. Any internal user is able to add parties to this type of conference call. • MeetMe conference. If your company has this feature available, you can schedule a meeting to take place at a specified time in the future and invite people to the meeting.
4. Click the Conference button again to initiate the three-way conference. Both calls will be displayed as Conference status. Using AltiView To add another party, click the Conference button and repeat steps 2-4. When lines are holding, you can add parties to a conference call: 1. Right-click on the hold call you want to add to the conference. 2. Select Join To Conference. 3. In the confirmation dialog box, click OK to conference the caller. 4.
To add another party, click the Conference button and repeat steps 2-4. The maximum number of station-conferenced parties is 6. Canceling Conference Calls You can cancel the conference using any of the following methods: • Click the Cancel button in the conference confirmation dialog box. • Close the conference confirmation dialog box. • Press your phone’s FLASH button. • Right-click the appropriate call and select Drop From Conference.
• Open Microsoft Outlook to send an e-mail invitation to participate in the meeting • Start and stop a meeting • Modify or delete a meeting • See meeting ID, subject, scheduler, time, frequency, start time, end time, the last time the meeting started, its status, and the resource being used. • Display or hide outdated meetings • Modify column display Working in the MeetMe Conference Window • Select an existing meeting to perform a function on it (for example, to start or stop the meeting).
• You can open more than one MeetMe Conference window and work with different meetings and displays in each one. Modifications you make to the display in a MeetMe Conference window are not retained after you close the window. • You can double-click a meeting to open the Modify Meeting dialog box. Using the Calendar Button The Create Meeting and Modify Meeting dialog boxes use Calendar buttons for date selection. To select a date, click the Calendar button.
The options in the middle panel change, depending on the schedule you select Using AltiView The following parameters apply to all meetings: Parameter Description ID The conference ID is created by the system. Scheduler The name of the person scheduling the meeting. Schedule Time The time the Create Meeting dialog box was opened to create this meeting. Subject Identifies the subject or type of meeting. What you enter here should be easily identifiable in the meeting list.
Parameter Description Host Select the extension number of the host of this meeting. The host can start and stop the meeting and can mute and drop meeting members. Schedule Select the frequency of this meeting from the dropdown list. A “weekly” or “monthly” meeting can actually be specified as every 2nd week/month or every 3rd week/month, and so on. Middle panel: Options in the middle panel vary according to the frequency of the meeting. See the sections below this table.
Specify the duration of the meeting, using the Up/Down arrows. 2. If the meeting is to begin as soon as it is scheduled, select Now. 3. If the meeting is to begin at another time, select On Date, and enter a date and start time. To select a date, click the Calendar button. To select a start time, click the Down arrow and use the slide bar. Weekly Meeting If you select Weekly from the Schedule drop-down list, these are your options in the middle panel: AltiView Manual 31 Using AltiView 1.
1. In the Duration field, specify the duration of the meeting, using the Up/Down arrows. 2. In the Start field, specify the start of the meeting by clicking the Down arrow and using the slide bar. 3. In the Every field, specify how often this meeting is to occur: every week, every other week, every three weeks, and so on. 4. Check the day of the week on which this meeting will occur. 5. In the Range of Recurrence panel, use the Calendar button to select a date for the first meeting. 6.
4. Select either On Date to specify a day of the month by number (for example, the 10th day of the month) or select On to specify a day of the month by name (for example, the first Monday of the month). 5. If you use On Date, the specified date (for example, the 10th day of the month) may sometimes fall on a weekend day. Check the box Hold during weekend, if the meeting will be held even on a weekend day. 6.
Starting and Stopping a Meeting The meeting host and the AltiWare Administrator (“altiadmin”) can start and stop a meeting. To start a meeting if you are the host, select the meeting in the MeetMe Conference window and choose Start. Once the meeting is “started,” the host can log into it (see “Joining a MeetMe Conference” on page 35). To stop a meeting before its scheduled duration is over, select the meeting and choose Stop. Manually stopping a meeting frees up resources.
Joining a MeetMe Conference Users calling from an extension can join a meeting by dialing the MeetMe Conference extension number. Users calling through a trunk must first dial the company number, then the MeetMe extension number. Users are prompted to dial the meeting ID number. If the meeting has not yet been started, the user hears an appropriate message and can try again later. If a passcode is required, the user is prompted to enter the passcode.
To record a call: 1. While connected to a call, right-click the call. 2. Select Start Recording. The recording will be indicated by a small, red cassette tape icon in the top right AltiView window. If your system administrator has set the Insert Recording Tone option for your extension, both parties will hear a beep when the recording begins. 3. To pause recording, right-click the call and select Pause Recording. 4. To end recording, right-click the call and select Stop Recording.
Bypassing required account codes—If your extension has been configured to bypass account code validation, you can enter a different account code in the box at the bottom of the pop-up window or enter # to bypass the account code altogether. Optional account codes To associate a call in progress with an account code: Right-click the call. 2. Choose Account Code. 3. In the Account Code pop-up window, select an account code. Using AltiView 1.
Note: If your extension is configured to bypass account code validation, you can enter an account code in the box at the bottom of the popup window. 4. Click OK. To change the account code for a call in progress, repeat the steps above, entering the new account code to assign the call to. Using Voice Mail When you click the Voice Mail tab in the main window, you see a list of your voice mail messages.
Click on the column headings to sort the data. Right-click on a message row to perform any of the actions (listening to, saving, or returning messages, etc.) described in this section. Listening to Your Voice Mail In the Voice Mail list, select the message and use the voice mail controls (shown below) to play, rewind, or fast forward. You can also use these commands on the right-click pop-up menu. You have several listening options which you can configure as described in “General Information” on page 48.
Deleting a Message To delete a message, select it and click the Delete button, or use the rightclick pop-up menu, and select Delete. Returning a Call To return the call, select it and click the Return Call button, or use the right-click pop-up menu, and select Return Call. Attaching a Note To add a note to accompany a voice mail, either type it right into the Note column, or right-click the voice mail, and select Note. Type a note in the area provided and click OK.
Forwarding Voice Mail To forward a voice mail to an extension or a VM Group In the Voice Mail view of the AltiView main window, right-click the voice mail and select Forward. The VM Forward dialog box opens: 2. Select the check box next to the extension, workgroup, or voice mail group to which you want to forward the message. Using AltiView 1.
To record an introductory message: 1. If you selected the Record Introductory Message check box, then when you click OK to complete the forward, pick up the phone hand set and you’ll hear a prompt to record the message. 2. Record the message and press the pound key (#). A confirmation appears on the screen. 3. Click OK to confirm and complete the action.
Choosing Extensions to Monitor To choose extensions to monitor: Open the Monitor window by clicking the AltiView main window, then click the Monitor tab. button in the 2. Click the Change button in the Monitor window to open the Change Monitor dialog box. Extensions to which your system administrator has given you monitoring rights are listed here. 3. Select the check boxes next to the extensions you want to monitor, and click OK. The extensions will be listed in the Monitor window.
Reading the Monitor List In the monitor list, each extension is listed along with its Status, Number, Name, Activity, and Group (if applicable).
Note: Click on the column headings on the History tab to sort the data. The list on the History tab displays the following fields: Using AltiView • Number—the extension or phone number. Upward arrow icons indicate outgoing calls; downward arrows indicate incoming calls Clicking a number in the Number column puts that number in the dialing field and closes the History window. • Name—Caller ID information, if available, or Unknown. • Date/Time—the call’s date and time.
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CHAPTER 5 Configuring Your Station Settings You can configure the following settings and options by clicking the button in the upper right of the AltiView main window: • General Info—password, default trunk access, and other settings. • One Number Access (ONA)—forwarding of specific incoming calls. This is available only when your extension configuration is set up to allow ONA. • Call Handling—forwarding, busy call, and no-answer call handling.
General Information The General Info tab lets you edit your password, the default trunk access code, voice mail settings, audio and video behavior, and external database access options. Default Trunk Access The trunk access codes are defined by the system administrator. When you get an incoming call over multiple trunks and cannot issue a return call, the system will automatically select the default trunk access code to place your call.
IPTalk If you are using IPTalk, Echo Suppression is checked by default. ToS Byte—The ToS byte indicates the type of service. For IPTalk, you need high priority service, and the default of “00” set here indicates high priority service. However, if your company router supports DSCP EF, then set this field to “A0”. The ToS value is AltiGateway-based. For guidance, see your system administrator. The ToS value is AltiGateway-based.
• Select the For Screen Pop check box if you want a database contact window to pop up when you receive a call from someone for whom you have a record in the database contact directory. • Select the For Dial by Name check box if you want to have access to the names in the database directory when you dial. With this option checked, the names and their associated numbers in your Outlook, ACT!, or GoldMine® directory are added to the contact list in the dial pad window.
Note: The call being transferred must originate from an AltiWare system running 5.0 or later. Disable Auto Format—If the AltiWare server’s country code is US/ Canada, AltiView automatically adds the long distance/international dialing prefix (corresponding to the server’s country code) when returning a call from voice mail or when making a call from Call History. To prevent this, check Disable Auto Format.
1. Click the One Number Access tab in the Config window. 2. Select the times you want to be available to ONA callers.
If you choose Enable schedule based access, you can set up to four different schedules in the dialog box that pops up. Check the Enable Call Screening check box if you want the system to prompt the ONA caller to record a caller name to continue ONA. 4. If you want, check the Verify Caller ID based on the following check box and then specify the incoming phone numbers for ONA. If ONA finds one of these numbers on an incoming call, it will forward the call to you.
When ONA is active, the system dials the forwarding number(s) in the order from Forwarding Number 1 through Forwarding Number 4. Note that this number order does not correspond to the Schedule order—for example, Forwarding Number 2 is not used first during Schedule Number 2.
If you want to forward calls to an external number, select a trunk access code in the drop-down list, then begin with the outside trunk or route access digit and any long distance prefix digits such as 1 and area code. Note: Forwarding calls to a pager is possible but not recommended since callers will only hear what is heard when calling a pager and might not know to enter a return phone number unless instructed.
The remaining three activity codes (7, 8, 9) may or may not be customized by the system administrator. Note: Checking Enable Do Not Disturb here has the same effect as clicking the DND button in the AltiView main window. Also, if "System" or "Personal" is the activity you select, it will not be displayed on the AltiGen IP phone LCD; all other activities are displayed.
• Multiple Call Waiting—enables a “personal queue” of multiple calls waiting. You must also select the Place Call In Queue option under Enable Busy Call Handling to enable this option. This allows you to transfer or park the current call before picking up the next call in queue. • Live Call Handling—when enabled, allows a caller to hear a ringback tone when the called party is in voice mail, paging, transfer, or conference status.
• The types of messages about which you want to be alerted: none, urgent voice messages only, or all voice messages. • Schedule—Select during what hours you want to be alerted. • How and where to notify you—Select an option in the Message Notification or Reminder Message by calling section. If you want to use an outside number, use the drop-down list to select the trunk access code, and then type in the number.
Working on Voice Mail Group Lists To work on your personal voice mail groups, on the Message Notification tab, click the VM Group Edit button. The VM Group Edit dialog box opens. 1. Click the New button in theVM Group Edit dialog box. The Create Group dialog box opens.
2. Click the drop-down list to select a Group ID. 3. Enter the VM Group Name and any Comments. These are optional but will help you identify the group. 4. Select the member extensions by selecting the check box next to each extension. 5. When finished, click OK. Click the Clear button to deselect all extensions or click Cancel to exit without saving your edits. To change a voice mail group 1. Click the VM Group Edit button. The VM Group Edit dialog box opens. 2.
3. Click the Clear button to deselect all extensions. 4. Click OK to save and exit. When you empty a group of members, the group is deleted. Station Speed Dialing Setup The Station Speed tab lets you set up to 20 station speed dial numbers. When you add an outside number, all relevant prefix digits such as trunk or route access number, the long distance prefix 1 and area codes must precede the phone number. Station speed dial numbers are also set up by using the #25 feature code on your phone set.
3. Click the Edit button. Or double-click the Station ID. The Station Speed dialog box appears. 4. Add or edit the Number, Name and Comment fields. 5. Click OK. To delete station speed dial numbers 1. On the Station Speed tab, click the Station ID, and then click Edit, or double-click the Station ID. The Station Speed dialog box opens. 2. Click Clear, and then click OK.
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Index Index A AA state 13 Account Codes 36 ACT 1, 49 Activity 55 all calls recorded 35 AltiAgent configuration 47 AltiView configuration 47 answer options 57 Apply button 47 auto attendant 22 auto upgrade 4 B busy call handling Busy state 13 56 C call handling 17–25 Centrex transfer 23 configuration 54 call history 44 call holding 20 Call Pending state 13 call recording 38 call transfer 21 call waiting 21 multiple 57 Centrex transfer 23 color selection 50 conference call 24 Conference state 14 conferenc
Index H password 53 One Number Access configuration 57 One Number Access setup handling calls 17–25 history logs 44 history window 44 hold 14 hold button 20 hold pending 14, 44 P I idle state 14 installation requirements 3 IP extension, troubleshooting IPTalk License 2 J join to conference 25 L licenses 2 live call handling 57 M meeting creating 28 MeetMe creating a meeting 28 MeetMe conference 26 Microsoft Outlook 1, 49 minimize 11 monitor window 43 monitoring 42 multiple call waiting 57 Music on
Index transfer to auto attendant 22 transfer to voice mail 21 transferring calls to voice mail 22 Troubleshooting IP Connectivity 10 U uninstall 4 upgrade 2 V VM groups 58 voice mail 21 forwarding 41 playing 39 voice mail group 42 voice mail state 14 voice recording 38 W Windows tray 11 workgroup 42 AltiView Manual 67
